Success cloud-overview

Your Guide to Working With Salesforce Success Cloud
Blaze Your Trail to Success at salesforce.com/successcloud
Your Guide to Working with Salesforce Success Cloud

Contents
introduction................................................................................................................ 3
compass: pointing the way to success....................................................................... 4
choose your own salesforce adventure.................................................................. 5
DO IT MYSELF: always-on resources............................................................................ 6
success story: texeï...................................................................................................... 7
SHOW ME HOW: adoption services................................................................................ 8
success story: manheim............................................................................................... 9
SHOW ME HOW: PREMIER SUCCESS PLAN......................................................................... 10
success story: ZIGNAL LABS.......................................................................................... 11
DO IT WITH ME: advisory services................................................................................12
experience design and marketing cloud services...................................................13
success story: mahou..................................................................................................14
How Salesforce Architects Help Your Business Succeed.......................................15
success story: aaa carolinas....................................................................................16
expeditions...................................................................................................................17
success story: thomson reuters...............................................................................18
success plans...............................................................................................................19
next steps and additional resources......................................................................20
Blaze Your Trail to Success at salesforce.com/successcloud | 2

Getting a business from point A to point B can be a pretty big challenge, with
twists, turns, and sometimes even roadblocks. That’s why there’s Salesforce
Success Cloud. We’re here to guide your business through the challenges and
help you find your path to success.
When you’re a Salesforce customer, you have access to a team that can guide you no matter where
your company is on the journey. We work with customers at all different stages to provide strategic
expertise, data-driven insights, and a proven approach for success.
Salesforce pioneered the concept of customer success nearly two decades ago, so we’ve had plenty
of experience helping companies like yours get to the right place. We’re continuously innovating
for our customers, and Salesforce Success Cloud is part of the customer journey.
BLAZE
YOUR
TRAIL
BLAZE
YOUR
TRAIL
Solve a
Specific Problem
Solve a
Specific Problem
DriveProductivity
DriveProductivity
Improve
Operating ModelImprove
Operating Model
Create
Competitive Gap
Create
Competitive Gap
Transform
Your Business
Transform
Your Business
INTRODUCTION
Every company has a
unique path to success.
We help you find it.

step 1:
get to know stakeholders.
Understanding where your company is starting, who the
stakeholders are, and what your business and technology
goals are allows us to write a customized roadmap for
accomplishing your unique vision.
step 2:
align on a definition of success.
We work collaboratively with your company to align
on a clear definition of what success looks like for your
stakeholders. Then, we make sure that business and IT
teams are also aligned internally and working together to
accomplish common goals.
step 3:
build a success culture.
We collaborate with your technology and business
leaders, and share best practices for integrating teams,
platforms, and systems. By incorporating these principles,
your company can innovate new products to better serve
your customers.
compass
Pointing the way to success
One thing every Trailblazer needs is a compass. For Salesforce Success Cloud,
Compass is Salesforce’s proven, sustainable approach to customer success. For the
last 19 years we’ve worked with over 150,000 customers, and we’ve found some
common best practices on the journey to success. We’ve streamlined the process to
three simple steps that guide customers on their path to achieving business goals.
learn more about compass

do it
myself
always-on
resources
advisory
services
adoption
services
do it
with me
show me
how
Choose your own Salesforce adventure
Salesforce Success Cloud is there
at every turning point. every adventure has its challenges, and the journey to success
is no different. When you’re a Salesforce customer, the way you approach challenges differs
depending on your ultimate business goal. Sometimes you might be looking for a signpost to get you
back on track. Other times you might need someone to come in and really give you a boost to get
over a big hurdle. Salesforce Success Cloud helps you determine the level of engagement that makes
sense for your particular challenge, so you can move forward with confidence.

Trailhead
Trails are guided learning paths through modules and
projects that help you cover a lot of ground in a short
amount of time. Whenever you want to grow your skills,
you can join the 450,000 Trailblazers learning new things
about Salesforce at their own pace using Trailhead.
Trailblazer Community
There’s always a conversation happening in the
Trailblazer Community. Jump in to add your voice to
the 2.7 million experts and other customers ready to
answer questions, provide tips, and share knowledge
with the Salesforce Ohana.
Help Portal
If you’re not sure where to get started, you can always
check out the Help Portal, where 45 million Salesforce
customers start journeys, get technical support, and expand
their knowledge base. In the Help Portal, you can access
powerful Salesforce features and functionalities — all
available 24 hours a day.
do it myself: always-on resources
Be your own hero with
always-on resources.
Every Salesforce customer has access to always-on resources for finding
the way to success. When you’re blazing new trails, you don’t always want
someone to rescue you if you get a bit lost. Let’s be honest — sometimes it’s
easier (and more fun) to figure it out for yourself.

success story: texeï
How Trailhead
transformed employee
training at Texeï.
Training new employees can be one of the biggest challenges for any company. For
the people at Texeï, an IT consultancy specializing in agile methodology, Trailhead
simplified the training process — and helped make it a lot more fun.
Trailhead enabled the leadership team to set up self-service training tailored to each
role at the company. New employees can now learn at the pace that works for them,
making the onboarding journey less stressful overall.
“We used to train new employees ourselves and arduously personalize lessons for
each individual,” said Fabien Taillon, CTO at Texeï. “With Trailhead, trainings are at a
much higher quality — and infinitely easier to arrange.”
Texeï + TRAILHEAD
“For anyone who doesn’t know where to start,
these trails are gold. They lead you in the
right direction, depending on your level of
knowledge and your role.”
— Fabien Taillon, CTO, Texeï
READ MORE

Accelerators
Sometimes you need access to one-on-one consultations
with Salesforce experts to help you along your journey.
Accelerators provide the solution with quick, personalized
work sessions that solve specific Salesforce challenges.
There are more than 130 Accelerators across all Clouds
available with our Premier Success Plans. They can help you
get started, gain insights, use key features, or review and
improve your use of Salesforce.
Interactive Webinars and Events
People learn in different ways, so we try to mix things up
for our customers by hosting more than 1,000 events and
webinars every month. Salesforce webinars and events
give you access to information and experts on hundreds
of topics. Whether you’re online, on the phone, or at a live
event, you’ll find the training and experts you need — when
you need them.
Dedicated Success Teams
When you’re working to achieve great things, it helps
to have support from a team logging over 1 million
interactions to date. Success teams are experts who work
proactively to ensure you’re successful with Salesforce by
providing monitoring, personalized insights, and actionable
recommendations from success managers, engineers, and
specialists.
show me how: adoption services
Get reliable directions with
Adoption Services.
Changing course can be tricky because people can be resistant to change —
even if it’s good. Sometimes you need someone to show you how to make
sure your Salesforce implementation is set up for long-term success. Our
Adoption Services can ensure your team is successful with Salesforce by
giving you direct access to the support and guidance you need.

success story: manheim
How Accelerators
helped Manheim learn
to react fast.
When you’re facing a crisis, agility is critical. The team at Manheim, an auto
wholesaler, realized this too late when they had to send an urgent email out to all of
their customers.
“I remember trying to prepare an email campaign informing our customers of a
server outage,” said Megan Smith, Senior CRM Campaign Manager at Manheim. “It
took us hours to complete. By the time we finished, the outage was already fixed.”
Understanding how to leverage the full capabilities of Salesforce is critically
important, especially in crisis situations. In Manheim’s case, the team’s knowledge
gaps needed to be filled so their Salesforce success manager recommended
Accelerators to help the team get up to speed.
With Accelerators, the team at Manheim was able to get things done faster by
learning to automate certain campaign-creation steps while maintaining email
targeting best practices. The result is a much happier crew building much stronger
customer relationships.
manheim + accelerators
“Our Success Manager and Accelerator
Specialist really cared about our short-term
needs, long-term plans and vision for platform
success. They’ve given us an impressive
understanding of our platform, along with
templates to use in our future endeavors.”
—Megan Smith, Senior CRM Campaign
Manager, Manheim
READ MORE

Fix Issues Fast
When issues arise, you need support
you can rely on. Premier provides 24/7
access to a team (weekends and holidays
included), plus a one-hour response time
for the most severe cases, so that you’re
never on your own.
Accelerate Execution
There’s nothing like one-on-one coaching
from an expert to get you off on the right
foot. Accelerators provide one-on-one
personal training to guide you through
every stage of your Salesforce journey.
Avoid Disruption
When writing your own code, it only
takes a tiny mistake to trigger a big
issue. Premier Developer Support
provides a team of Certified Salesforce
Developers to analyze, troubleshoot,
and debug your code.
Save Time
With Admin Assist, you can focus on
what matters while our team of Certified
Salesforce Administrators can take on
time-consuming or repetitive tasks like
creating permission sets, duplicate rules,
formulas, or reports and dashboards.
(Optional Upgrade)
show me how: PREMIER SUCCESS PLAN
Blaze your trail to higher adoption, productivity,
and ROI with the Premier Success Plan.
Whether you’re new to Salesforce or looking to get more out of your
investment, a Premier Success Plan can help you achieve your goals
with less time and effort. Premier provides support when and where
you need it, helps drive your team’s adoption, and boosts productivity
across your business.

success story: Zignal Labs
How Zignal Labs makes
renewals a breeze with
Premier Success.
When Lydia Jackson began working as the sole sales operations manager and Salesforce
administrator for media intelligence startup Zignal Labs, it had 10 engineers and only
one salesperson: the CEO. Today, Zignal employs more than 100 people, and its
operations depend on Salesforce to manage leads, close sales, and support customers.
Even during this fast growth phase, Lydia was able to act as the only Salesforce
administrator, learning Salesforce on the job and gaining skills and confidence
thanks to the support she received with her Premier Success Plan.
However, as Zignal Labs approached the one-year anniversary of its first clients,
the team realized it had no way of tracking subscription renewals. Working with Zignal’s
head of sales and customer success team, plus her Salesforce Success Manager and
Premier Success representatives, Lydia determined a plan to automate their renewals
process and everything needed to put it in place. She passed the most complicated
pieces of the renewal workflow off to the Premier Success team, who distributed the
work to Salesforce engineers.
Plus, Lydia used the Admin Assist feature to clean up existing renewals data in Salesforce,
creating over 50 records representing renewals that Zignal hadn’t tracked prior. She said,
“Executing the project via Premier saved a couple of weeks that I was able to spend on
other projects.
Zignal Labs + marketing
cloud services
“With Premier, I could focus on putting
processes in place to move forward
in the correct way.”
—Lydia Jackson, Senior Manager Customer Operations,
Zignal Labs
READ MORE

Architects
Having a vision for your business is a good
thing. Making it a reality can be a challenge.
That’s where Architects come in. Salesforce
Architects are global Salesforce experts
who’ve been recognized for their knowledge
and expertise in particular domains.
Architects work with you to imagine what’s
possible, plan your solution, oversee complex
Salesforce deployments, improve end-user
adoption, and manage changes smoothly.
Experience Design
In a connected world, great customer
experiences depend on understanding
the human experience surrounding digital
interaction. Our Experience Design group
uses a design-led approach that turns
human insights into real business impact,
incorporating UX research, UI design, rapid
prototyping, motion graphics, and user-
centered innovation.
Marketing Cloud Services
Get maximum return on your marketing
dollars. Our team helps you create, deploy,
and track beautifully executed multichannel
campaigns and personalized digital
experiences, drawing on the expertise we’ve
built by working with some of the world’s
leading brands.
Expeditions
With deep cloud and industry experience, our
team of dedicated and on-demand experts
will work hand-in-hand with your leadership
team to cocreate an aligned vision that
enables rapid, informed decision-making.
These powerful and immersive consulting
engagements empower you to go far beyond
the Salesforce platform by helping you
redesign your business from the inside out.
do it with me: advisory services
Get company for your journey
with Advisory Services.
The road to success can be a long one, and sometimes it’s easier to get to your
destination when you have someone traveling with you. Salesforce Architects,
Experience Design, Marketing Cloud Services, and Expeditions form Salesforce
Advisory Services. Each of these provide ongoing strategic and technical
guidance designed to take you from where you are to where you want to be.

Deliver experiences your customers will love with
Experience Design.
When you design your implementation around the people who use it, great things
happen. Adoption goes up, risk goes down, and you can achieve business value
faster. Researchers, designers, and front-end developers on our Experience Design
team specialize in turning customer insights into products, mobile apps, design, and
experiences that help you do better business.
Create more effective journeys with Marketing
Cloud Services.
Marketing Cloud Services helps you accomplish your goals faster with our team of
campaign management and Marketing Cloud experts. We help you plan and execute
compelling multichannel digital campaigns, streamline and automate operations, and
design innovative strategies for future marketing initiatives.
Experience Design and Marketing Cloud Services
Amazing journeys create
strong connections.

success story: mahou
How Mahou turned
beer into gold with
help from Marketing
Cloud Services.
The challenge of a beverage brand is to be top of mind when consumers feel thirsty,
which means knowing how to reach people at just the right place and time. For
Mahou San Miguel, Spain’s leading brewer, this wasn’t always possible.
Previously, the company’s sole tool was email marketing software it used to send out
blasts to unsegmented groups of customers. So Mahou adopted Marketing Cloud to
start engaging with consumers and develop a richer picture of the brand’s customers.
With Marketing Cloud, Mahou sends multiple emails focused on different interests
and themes. Where the company’s beers are served, consumers see promotions
encouraging them to check in to earn a free tapa, win a prize, or build points. Now
Mahou’s customers have better incentives — and the company’s leaders have
better insights.
MAHOU + marketing
cloud services
“Partnering with the Marketing Cloud
Services team empowers us to be innovative
on Marketing Cloud and enables us to
keep evolving on every digital channel with
consumers’ changing needs.”
—Leticia Juristo, Digital Intelligence Marketing
Manager for Mahou San Miguel
READ MORE

Modernizing
Business Processes
Architects have deep product expertise so
they can provide guidance on mapping your
business strategy to Salesforce capabilities,
optimizing end-to-end business processes,
and closing the gap between business and
IT so you can increase productivity and
decrease costs.
Developing Customer-
Centric Architecture
Architects are Salesforce geniuses: They help
you implement the next generation of digital
touchpoints, foster architectural readiness
for emerging technology, and design the
infrastructure that enables your business to
become a customer company.
Implementing
Solutions Faster
Architects have the inside scoop on
Salesforce innovations so they’re perfectly
positioned to guide you in rationalizing
and simplifying your app portfolio, rolling
out innovations, and managing testing
environments for continuous delivery.
Improving
User Experience
Architects have extensive expertise in
creating better experiences by deploying
user-centered design solutions, validating
and testing prototypes more effectively,
and creating end-to-end UX strategies with
persona-based roadmaps for innovation that’s
technically feasible.
Four Ways Salesforce Architects Help Your Business Succeed
do it with me: advisory services
Begin with a destination in mind
— and a map in hand.
Architects bring your vision to life with detailed plans for making it happen. They come with
decades of technology and industry experience to every engagement, helping ensure your
success. Our Salesforce Certified Technical Architects participate in an ongoing learning program
that reinforces the knowledge, skills, and capabilities required to design and build customer-
centric technical solutions on the Salesforce platform across all areas of domain expertise, to
ensure every implementation is high-performing and ready for continuous innovation.

success story: aaa carolinas
How AAA Carolinas
changed direction with
help from Salesforce
Architects.
After serving both North and South Carolina for more than 100 years, AAA Carolinas
decided it was time to make some changes. Until recently, AAA Carolinas managed its own
customer databases for each line of business and reps focused on completing transactions
exclusively for their own part of the business.
The organization embarked on a transformation aimed at consolidating data into a single
member record and aligning management processes around it. AAA Carolinas embraced
Salesforce technologies as the platform for this transformation. To ensure success, AAA
Carolinas engaged with Salesforce Architects to provide strategic planning, deep industry
and product knowledge, and on-the-ground technical advice.
By implementing Live Agent with the help of a Salesforce Program Architect, AAA Carolinas
was able to increase member engagement by 330% and reduce service response time by
54%. The Program Architect also helped develop an automated way to flag new insurance
opportunities, driving $99,000 to $200,000 in additional gross revenue annually.
aaa carolinas +
salesforce architects
“By bringing in Salesforce Architects, I wanted
to make sure we had perspective on the best
way to deploy cloud services. If we didn’t get it
right, we’d always be limping along saying we
wished we’d done this better.”
—Dusty Holcomb, SVP of Member Experience
and Analytics
READ MORE

Expeditions
Set yourself up for success
over the long haul.
Partner with experts to go farther.
Get the processes, strategies, and tools to help your business gain a
competitive advantage, increase capabilities, and reach the next level. We
engage fully with your leadership long term to drive innovation and ensure
that your IT infrastructure and business priorities are aligned. Our proven
methods enable your company to become a self-sufficient, technology-driven
enterprise, and we’re here to help you plan your IT infrastructure and create
an overarching business strategy that leads to enduring growth, sustainable
agility, and increased business value.
Create a cultural shift for true
transformation.
Expeditions experts work with you to evolve your company culture to increase
ROI, boost adoption, establish an internal innovation team, align your teams
with a clear vision, and drive innovation for years to come.
“With Expeditions, Salesforce breaks down
business challenges to help our customers achieve
even more than they imagined.”
— Maria Martinez, President, Sales and
Customer Success, Salesforce

success story: thomson reuters
How Thomson Reuters
used Expeditions to
accelerate a digital
transformation.
Thomson Reuters has expertise in gathering, analyzing, and reporting on all kinds of
information, but when it needed to transition from an analog to a digital customer
experience, it turned to Salesforce Success Cloud to make it happen.
The company’s Small Law product was constrained by a customer experience
that relied upon an inherited, outdated platform and a complex renewal process.
Thomson Reuters began partnering with Expeditions to architect a new digital
customer experience. Teams engaged in outcome-based thinking to reimagine how
the Small Law digital subscription renewal process should work, and Expeditions
created a playbook detailing how to design and iterate rapidly.
Expeditions helped accelerate the project so Thomson Reuters could improve
customer experience within a tight timeline. Using agile methodology, the teams
deployed the digital subscription renewal capability in just six weeks, and the Small
Law product team couldn’t be happier.
thomson reuters +
expeditions
“Now, we can broaden visibility to customer
feedback, capitalize on a single platform for
innovation, and extend collaboration with a
single view of the customer.”
—Thomas Frossell, President, Global Head of
Service at Thomson Reuters
READ MORE

success plans
Every journey needs a
great map.
No matter what your destination, we have the knowledge, training,
and resources to help you get there. Choose the plan that supports
you at every phase of your company’s journey.
Standard Success Plan gets you up and running quickly with access to product-
specific resources to help you learn the basics so you can optimize your implementation. You’ll
be part of a Success Community that lets you find topics, participate in discussions, and find
answers to your questions. You’ll also get Trailhead, a resource for self-guided learning paths that
take the guesswork out of getting started.
Premier and Premier+ Success Plans give you the tools and expert
support you want most to get fast time-to-value from your Salesforce investment. You’ll get
everything in the Standard Success Plan, plus access to 1-on-1 coaching to help you streamline
and effectively manage tasks. With Premier, you also get a one-hour response time to critical
support cases and 24/7 phone support. Upgrade to Premier+ and add certified administrators
to maintain and update your Salesforce platform so you can focus on your business, not on
technology management. Visit our website to find the right plan for you.
learn more about success plans

Questions? Give us a call.
Contact your account executive or call 1-844-275-4239 to find
out how Salesforce Success Cloud can help.
Find us online.
Access online information about Salesforce Success Cloud at
https://www.salesforce.com/successcloud
next steps and additional resources
Take the next steps on
the trail to success.
Salesforce Success Cloud can help you unleash the power of
Salesforce to reach your top IT, sales, service, and marketing goals.
We connect you to support, resources, and expert guidance to help
you thrive in the Age of the Customer.
Do It myself
Trailhead
trailhead.salesforce.com
Trailblazer Community
success.salesforce.com
Help Portal
help.salesforce.com
Show Me How
Accelerators
salesforce.com/accelerators
Webinars & Events
sfdc.co/success-cloud-events
Do It With Me
Advisory Services
sfdc.co/advisory-services

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